Overview The Supervisor Application Services is responsible for the daily operations, staffing, and procedures to a team dedicated to a portfolio including: operational maintenance, production support, front-line management of incidents, development support, and proactive/preventative analysis. Responsible for creating, communicating, and ensuring the team executes to the defined 24x7 services provided, which includes after hours, on call rotation. Provide tier 3 application support allowing clinicians to better care for the patients they serve. Deliver an excellent experience to all of our end users and to keep the team motivated to continuously improve upon the service we deliver. Provide innovative system design, development services and outstanding support allowing clinicians to better care for the patients they serve. Focus the team to partner with customers and deliver a positive experience to end users and continuously improve upon the services we deliver. Area of support include: Resolute Hospital Billing, Resolute Professional Billing, Claims and non-Epic third party application coordination. Responsibilities/Job Description - Build strong business partner relationships by working with the business to understand business needs, opportunities and solutions that will align with corporate strategies.
- Provide a superior support service experience. This includes directing a staff that provides strong technical expertise, timely and accurate support services. Coordinate with resources to ensure project requests are responded to and tickets are completed per SLA.
- Works with other leaders to implement strategies on ways we can further scale our service to meet the demands. Partner with leaders to develop and manage plans for execution.
- Drive workforce management to assure that the right staff are on duty at the right time 7x24x365
- Manage the priorities for the team; direct them in planning and accurately forecasting current and future staffing requirements. Develop proposals for future resource needs.
- Produce KPI metrics and demonstrate team wide accountability for service level expectations. Continually review operating procedures and metrics to ensure a high level of customer service and a continuously increasing level of stability within the organization is achieved.
- Maintain on-call rotation schedule, on-call reporting/review and follow up. Ensure all service requests and/or issues are responded to in a timely manner.
- Develop, drive, and implement strategies that reduce costs, increase quality and improve customer service\satisfaction.
- Deliver robust technical solutions, ensuring that service level commitments and project time lines are maintained. Ensure successful project design, configuration, performance, implementation and outstanding service delivery. Oversee the technical solutions and documentation associated with engineering designs; pro-actively identify and resolve issues/problems.
- Provide thought leadership to the continuous improvement of processes, policies and best practices to optimize performance and availability of technologies. Drive and develop consistent technical build, implementation and support processes. Verify designs are validated and adhere to defined standardsp
- Continuously develop knowledge and technical subject matter expertise by remaining apprised of industry trends, the direction of emerging technologies, and their potential value to the business. Gain and maintain a broad understanding of business, business needs, and how assigned technologies drive and support the business.
- Provide direction to a team of employees and day-to-day leadership to a team of employees. Develop and maintain an organization of high performing and engaged employees through effective hiring, coaching and performance/talent management processes. Influence and implement a resource strategy based on business need, scope of work, cost, and skill requirements. Foster a collaborative, success-oriented team environment where resources are empowered and accountable.
- Ensure compliance with organizational standards, practices and methodologies. Participate in the continuous improvement of methodologies, practices and standards. Hold teams accountable for following and implementing Software Development Life Cycle (SDLC) methodology, ITIL and quality management framework for projects. Write and/or revise system design documentation and operations documentation to include providing required input into operation support manuals and user guides.
- Ensure work adheres to standards and specifications (including peer reviews). Write and/or revise system design documentation and operations documentation to include providing required input into operation support manuals and user guides. Create and properly archive all project related documentation.
- Ensure all changes are effectively unit tested prior to being released to the quality assurance team. Resolve all unit test issues in a timely manner. Assist the quality assurance team in identifying test cases and in creating/mining test data to enable a thorough test of all deliverables.
- Evaluate, troubleshoot and lead root-cause analysis for production issues and system failures; determine corrective action and improvements to prevent recurrence. Provide implementation/production support as required.
- Define, track and measure overall department performance and metrics. Complete and distribute reports, models, status updates, statistics, etc., to technology leadership as required. Provide proper escalation to leadership for issues/problems as necessary.
- Effectively lead team that ensures timely execution of project deliverables. Provide oversight to ensure program/project adherence to analysis strategy, standards, policies, tools and procedures. Apply appropriate analysis principles and standards during project analysis, design and implementation phases.
- Apply demand management planning methodology to forecast, plan and manage the demand for resources, products and services. Prioritize the work to ensure the highest priory work is delivered first.
- Proactively lead through organizational change to help employees transition from current state to future state and to achieve the required business results. Lead by example and model positive behaviors.
Qualifications Education - Bachelors degree in a Business Administration or an equivalent combination of experience, education and training
Experience - 3-5 years of Epic Application experience
- Leadership experience with increasing levels of accountability
- Excellent oral, written, and interpersonal communication and presentation skills
- Ability to work with a range of technical staff, operational partners and architects to develop joint solutions
- Ability to facilitate problem solving among groups with varying needs and priorities
- Excellent analytical skills
- Ability to multi-task and prioritize work
- Understanding of software development life cycle
License/Certification/Registration - Epic team Supervisors are required to be Epic Certified
Preferred Education - Advanced Degree preferred
Experience - Proven continuous service improvement track record
- Strong customer facing and customer service background
- Experience within the Healthcare Industry
- Experience in a large, complex organization
- Certifications and experience relative to the role (i.e. RN for roles supporting clinical, Radiology Tech for roles supporting Epic Radiant, Clinic Experience supporting Ambulatory, Hospital experience for supporting Inpatient/Acute, Revenue Cycle or Finance supporting Enterprise Services)
License/Certification/Registration This position requires remote work. In addition to adhering to all Fairview policies, guidelines, procedures, the Fairview Commitments, and the Code of Conduct, it is the expectation the following requirements of the remote work policy will be met, including but not limited to: - Remote workspace that is clean, safe,andprofessional.
- Maintains an internet connection consistent with Fairview standards at remote workspace.
- Remain productive and responsive during their scheduled work hours.
- Attend primary Fairview location, as needed.
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